Summary
Overview
Work History
Education
Skills
Timeline
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Katelynn Hartley

Lakeland,FL

Summary

Top-notch Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.

Overview

14
14
years of professional experience

Work History

Relationship Banker

Midflorida Credit Union
01.2023 - Current
  • First quarter in this position was number 4 Relationship Banker in the region in sales and customer satisfaction surveys.
  • Resolved customer complaints and disputes to maintain satisfaction and loyalty.
  • Cultivated strong customer relationships by providing tailored advice and services.
  • Maintained in-depth product and service knowledge for well-informed customer advice.
  • Analyzed customers' financial information to deliver personalized account guidance.
  • Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
  • Facilitated customer transactions, including deposits, withdrawals and transfers.
  • Implemented strategies to increase customer retention, enabling investment growth.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Presented new and additional products and services to existing customers.
  • Backed up teller team by handling needs of new and existing customers at main counter.
  • Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
  • Verified customer identity and reviewed documentation for accuracy.
  • Collected customer information and completed new account forms.
  • Activated new accounts and issued customer identification numbers.
  • Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
  • Tracked and processed customer account requests and applications.

Teller Manager

Midflorida Credit Union
01.2020 - 01.2023
  • Evaluated employees' performance and offered recommendations for improvement to enhance operations efficiency.
  • Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
  • Interviewed and hired teller candidates to promote adequate staff coverage during operating hours.
  • Trained new employees in cash handling procedures, bank policies to promote compliance with established standards.
  • Performed teller, personal banker functions during high-volume business periods to offer expeditious service to customers.
  • Pursued new retail and commercial account growth to enhance bank's market position.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Developed strategic plans for day-to-day financial operations.
  • Complied with established internal controls and policies.

Teller

Midflorida Credit Union
01.2019 - 01.2020
  • Routinely ranked in the top 5 Tellers in the West Polk Region
  • Received multiple perfect balancer awards
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Processed customer transactions promptly, minimizing wait times.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
  • Educated customers on use of banking website and mobile apps.
  • Identified sales opportunities and referred customers to branch partners in financial services.
  • Assisted with training of new tellers on policies and procedures.
  • Monitored and reported suspicious activity in line with bank security policies.
  • Followed up on customer complaints and provided solutions to enhance customer satisfaction.

General Manager

Books-A-Million
08.2014 - 03.2019
  • Increased profit by 5% yearly
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Bookseller/Event Coordinator

Doylestown Bookshop
10.2009 - 06.2014
  • Managed event logistics and operations.
  • Brainstormed and implemented creative event concepts and themes.
  • Managed administrative logistics of events planning, event booking, and event promotions.
  • Consulted with customers to determine objectives and requirements for events.
  • Designed and implemented efforts to publicize events and promote sponsorships.
  • Attended conferences and events to stay up-to-date with industry trends and planning standards.
  • Increased sales during town events by 50%.

Education

High School Diploma -

Hatboro-Horsham Senior High School
Horsham, PA

Skills

  • Policy Development and Implementation
  • Employee Motivation
  • Security Understanding
  • ATM Balancing
  • Financial Advising
  • Account Audits
  • Creative Thinking
  • Client Correspondence
  • Teller Auditing
  • Credit Application Review
  • Delinquency Notifications
  • High-Volume Environments
  • Conflict Resolution Techniques
  • Safe Deposit Box Oversight
  • Deposit Verification
  • Corporate Social Responsibility
  • Community Relations
  • Phone Inquiries
  • Government Standards
  • Lender Relations
  • Staff Evaluations
  • Teller Procedures
  • Assist Tellers
  • Banking Operations Knowledge
  • Account Verification and Reconciliation
  • Open New Accounts
  • Sell Services
  • Account Type Familiarity
  • Funds Transfer
  • Loans
  • Cash Handling
  • Excellent Communication

Timeline

Relationship Banker

Midflorida Credit Union
01.2023 - Current

Teller Manager

Midflorida Credit Union
01.2020 - 01.2023

Teller

Midflorida Credit Union
01.2019 - 01.2020

General Manager

Books-A-Million
08.2014 - 03.2019

Bookseller/Event Coordinator

Doylestown Bookshop
10.2009 - 06.2014

High School Diploma -

Hatboro-Horsham Senior High School

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Katelynn Hartley